Eliminating Service Errors from Hostile Customer Encounters

Research by Rellie Derfler-Rozin Managers can mitigate the effects that verbally abusive customers have on employees Managers of customer service workers can mitigate employee error induced by stress from verbally abusive customers by simulating hostile-customer encounters during task training exercises and by eliminating employee exposure to repetitively abusive customers.

Asking This in an Interview Could Cost You the Job

Even if you love the work, money is important, too. It’s just not a topic that will help your chances of landing the job, according to research.

How To Make Rule-Followers Think Outside the Box

With the right person in charge, finds new research, it’s possible to be the type of employee companies want: ethical and creative.

Love Your Work and Your Paycheck, Too? Don’t Tell the Hiring Manager

New research finds hiring managers are biased against job candidates who reveal interest in things like pay and benefits, not just the work itself. But being motivated by both is better for organizations and employees.

Who's the Worst at Negotiating?

Financially vulnerable individuals – those without a savings safety net – stifle their own economic advancement because they negotiate less effectively.

The Trouble with Referrals from on High

Hiring managers invite harsh moral judgments when they give jobs to friends referred by high-powered individuals within their organizations.

Reducing Rule-Breaking in the Workplace

When employees cut corners at work, it might not be mischief or lack of a moral compass. Smith School research suggests it might be monotony.

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